ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Efficiently assign, schedule, and escalate service tickets company-wide.
- Provide front line customer service via incoming calls
- Drive excellent customer service by providing detail oriented oversight of ticket communications and scheduling.
- Build working inner-company partnerships to ensure a successful cross-department service delivery model.
- Demonstrate basic technical expertise for efficient ticket assignment.
- Contribute to the TBU strategic and tactical business model.
- Other duties as assigned
EDUCATION, TRAINING, AND EXPERIENCE:
- 4 + years of customer service experience
- 2 + year of dispatching experience
Preferred
- Associates degree or appropriate certifications and 1 year of professional experience in an IT or Telecommunications related field
REQUIRED SKILLS:
- Interpersonal skills to establish and maintain effective relationships with customers, employees, superiors and business contacts in a professional, timely and courteous manner.
- Good written and oral communication skills
- Effective analytical and problem-solving skills
- Ability to perform a variety of tasks, often changing assignments on short notice
- High level knowledge of a wide variety of technologies
WORKING CONDITIONS AND PHYSICAL REQUIREMENTS:
- Indoor work primarily in the company office environment
- Frequent utilization of manual dexterity and visualizing of computer screen
- Occasional bending, carrying, squatting, twisting and lifting up to 60 pounds independently
- Occasional travel by vehicle and air, with some overnights